Customer Engagement
What do you call the process of actively building, nurturing and managing relationships with customers.
Customer Engagement
TRUE OR FALSE
Tips for Customer Engagement:
Every customer is an individual.
TRUE
TRUE OR FALSE
Why is Customer Engagement Important?
It decreases customer satisfaction and and does not give the customer the impression of a customer centric mindset.
FALSE
Increases customer satisfaction and gives the customer the impression of a more customer centric mindset.
TRUE OR FALSE
Tips for Customer Engagement:
Gain a customer's trust by being sensitive.
TRUE
Give customers a choice over how much information they wish to disclose.
TRUE OR FALSE
Why is Customer Engagement Important?
It ensures a much higher likelihood of brand loyalty and advocacy.
TRUE
TRUE OR FALSE
Tips for Customer Engagement:
Don't mind the quick solution when responding to a customer. They will call again anyway.
FALSE
Design a quick solution.
First call resolution is highly appreciated by the customers. You should be keen to solve their issues proactively.
TRUE OR FALSE
Why is Customer Engagement Important?
Allows the team to ensure that they are providing the 2nd best possible overall solution most suited to the customer’s expectations.
FALSE
Allows the team to ensure that they are providing the best possible overall solution most suited to the customer’s expectations.
TRUE OR FALSE
Tips for Customer Engagement:
Don't take personal interest in your customers. They might find it offensive.
FALSE
Knowing your customers inside and out ensures that you are in tune with what they need and customize the right approach when conversing.
TRUE OR FALSE
Tips for Customer Engagement:
Let the customer control the call. That way, you can get a better CSAT.
FALSE
Lead the customer and remain in control.
TRUE OR FALSE
Tips for Customer Engagement:
Share the customer's priority.
TRUE
Every customer has a list of priorities. Recognizing the priorities of your caller and addressing them in the correct order will help you build customer engagement.